Book Image

ServiceDesk Plus 8.x Essentials

By : Ankush Agarwal
Book Image

ServiceDesk Plus 8.x Essentials

By: Ankush Agarwal

Overview of this book

IT service management (ITSM) refers to the implementation and management of quality IT services that meet the needs of your business. ServiceDesk Plus is an integrated web-based helpdesk tool that assists you in planning, setting up, and achieving the timely execution of IT services efficiently. ServiceDesk Plus 8.x Essentials is a practical, hands-on guide that walks you through the features of ServiceDesk Plus 8.x to help you set up and manage day-to-day IT services. The book also helps you to understand and practice the ITIL methodologies while using the tool for daily operations. ServiceDesk Plus 8.x Essentials conceptualizes the ITIL framework and takes you through the core processes and their implementation in ServiceDesk Plus 8.x in an easy and practical manner. The book will also help you to learn the process flows and manage incidents, problems, assets, and configurations while understanding the scope and responsibilities of the helpdesk. It also takes you through controlling changes and releases and highlights the features of the tools. If you need a concise handbook for a complete understanding of the metrics, challenges and risks of ITSM, then you have found the right book. With ServiceDesk Plus 8.x Essentials, you will learn everything you need to know to administer and manage IT services using ServiceDesk Plus, while making ITIL concepts practical and fun.
Table of Contents (13 chapters)
ServiceDesk Plus 8.x Essential
About the Author
About the Reviewer

Managing contracts

All assets need maintenance and organizations often have contracts with vendors for performing these maintenance activities from time to time. Similar to licenses, these contracts also have expiry periods and active management is required to keep the assets functioning to their best capacity, and at optimal cost. There can also be lease contracts, warranties, and other support contracts.

ServiceDesk Plus offers management of these contracts via the Contracts tab. A new contract can be created either from the Quick Actions dropdown, by clicking on the Contract button under the Create new section, or from the New Contract button within the Contracts page. There's also an option to import contracts from an XLS file using the Import from XLS button.

Contracts can also be marked as renewed from the Actions | Renew Contract option on the Contract Details page. It is recommended to give a new unique name to the renewed contract, instead of using the same as existing.